Client Manager

Ticketmaster; City of Brisbane; On-site; AUD 90,000 - 120,000; Full time

Job summary

Ticketmaster Australia in Brisbane is seeking a Client Manager to join our Support and Operations team. You will build strong relationships with a defined client base, share insights, and help translate client feedback into improved ticketing services for events.

You will educate clients on procedures and product updates, plan event strategies, and collaborate with Marketing and other departments to maximise ticket sales.

Qualifications

• Strong communication skills and the ability to listen effectively.
• IT literacy with Windows Office Suite (PowerPoint, Word, Excel, Outlook).
• Flexible to work weekends and public holidays.
• Willingness to travel to the office at least 3 days a week.

Responsibilities

• Oversee management of a specific client base and maintain excellent client relationships.
• Meet and exceed client SLAs and educate clients on procedures and product updates.
• Plan and deploy ticketing strategies for events with reporting opportunities.
• Coordinate with internal departments to inform clients of upcoming events.
• Ensure staff are briefed, trained, motivated and empowered to decide.
• Develop policies for Client or Venue Box Offices and roster staff.
• Collaborate with Marketing to develop client-specific initiatives.
• Coordinate all parties in ticketing and box office including financials.
• Ensure system inventory is synced between Ticketmaster, HOST and Archtics.
• Be available for flexible hours including weekends and public holidays.

Skills

Strong communication

Industry developments

IT literacy

Tools

HOST/Archtics familiarity

Job description

The Client Manager works as a team member within the Support and Operations team sharing knowledge, information and valuable client feedback with other colleagues to assist in the formulation and implementation of strategies that create an outstanding ticketing service to clients.

The Client Manager must maintain and nurture client relationships to ensure their ongoing development by providing optimum benefits from Ticketmaster technology and marketing initiatives.

Key responsibilities

Direct responsibility for overseeing the management of a specific client base to develop and maintain excellent client relationships whilst ensuring that all contractual obligations are understood and achieved

Meet and exceed the client service level agreements and educate clients within procedural guidelines or product updates/new features to ensure a complete solution to their service or technical questions

Plan and deploy ticketing strategies for future events including revised reporting opportunities, with working knowledge of various ticketing systems and access control support

Work closely with internal departments to ensure they are kept fully informed about upcoming events and services that have been committed to clients

Ensure staff in Groups, Contact Centre, and Box Office teams have accurate information and are sufficiently briefed, effectively trained, motivated and empowered to make decisions

Develop clear policies and procedures for Client or Venue Box Offices and work closely with Venue/Client Box Offices ensuring they are properly set up and appropriately rostered with fully trained staff

Work closely with the Marketing Department, developing marketing initiatives specific to client needs to maximise ticket sales, and develop post event reports and event analysis

Ensure the coordination and direction of all parties involved in ticketing and box office including financial arrangements prior to ticket sales commencing

Ensure system inventory is synced, balanced and managed between Ticketmaster, HOST and Archtics, escalating system issues as required

Be available to work flexible hours, including weekends and public holidays

About you

Strong communication skills, both written and verbal, with ability to communicate with clarity and confidence and effective listening skills

Up-to-date knowledge of industry developments incorporating marketing and technological advances

I.T. literacy essential - Windows Office Suite (PowerPoint, Word, Excel and Outlook) and familiarity with various ticketing systems, products and websites/apps

Ability to accommodate and adapt to the changing needs of the business in a highly pressured working environment

Strong customer and client focus with ability to maintain and build strong customer relationships

People management and leadership skills with ability to lead by example and work together to achieve desired outcomes

Proactive focus responding quickly and positively to ensure business deadlines and needs are met

Commitment to the achievement of results and targets by accepting responsibility and applying effective effort and resources

Able to travel to office minimum 3 days a week

About us

We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company. Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world's largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams.